Andy is genuine + Best customer waiting area EVER!
November 5, 2018
Andy was excellent! He was neat, prompt and was genuinely pleased that I was his customer. That is rather rare these days, but I am glad Andy is the exception to that rule.
Andy took great care of my car while it was getting its 20,000 mile service. The only quirk was the strange development of lugnuts that had swollen so large that a wrench could not fit on them. As that was the very first day that Ourisman Ford's Service Department had worked on my 2014 Escape, I am very certain that "swollen lugnuts" were not any fault of Ourisman. However, I'm still wondering what exactly happened. I've had a dozen cars in my lifetime and never had lugnuts swell, EVER! Is it a Ford thing? Is it a third party parts manufacturer thing? Did the dealership in Greenville, SC overtighten them? Before the service at Ourisman, the dealership in Greenville is the ONLY other place to have worked on my car. Have I been driving around for the last 5,000 miles (or more) with lugnuts that would render my car unserviceable by roadside assistance if I had experienced a flat tire? I've got to know! When my car goes out of warranty, will I be better off getting some different kind of lugnuts? I've got to know!
Andy went the extra mile by getting one of the service techs to talk to me about the lugnuts. Thanks, Andy.
The problem still irked me. Therefore, I looked for other resources and called Ford Customer Relations. They were very helpful by getting a case number set up to compensate for the parts and labor to replace what certainly must be defective parts. The only thing Ourisman Ford's Service Department could have done better would have been if they had gone ahead and coordinated with Ford to replace the lugnuts. Driving around knowing that I can't get roadside service because of the lugnut situations has made driving a little more tedious.
But again, please let me be clear: Andy and the rest of the 20,000 mile service was handled very well. I also enjoy the convenient location of Ourisman Ford.
The likelihood of me recommending Ourisman to family or friend is only an 8 because I have not yet had much experience with the service department. After more visits, that likelihood will definitely go up if I experience the kind of service that my advisor Andy provided on my last visit. Another factor that made my rating as high as an 8 was the wonderful waiting rooms that Ourisman provides for service customers! THANK YOU SO MUCH for having a "business" wait area with no televisions and excellent, fast wi-fi connectivity! That was fantastic!
Thanks, Andy! Thanks, Ourisman!